Certifid - Grand Rapids, MI
posted 4 months ago
CertifID is seeking a curious and self-driven Customer Success Manager to join our dynamic team. In this role, you will serve as the primary point of contact and Customer Advocate for a portfolio of Mid-Market and SMB Customers. Your responsibilities will encompass both the implementation of new customers and the ongoing engagement and nurturing of existing customers to expand their usage and support their ongoing success with CertifID. You will bring your passion for Customer Success to conversations, demonstrating expertise in both our products and services. As a Customer Success Manager, you will manage a book of business that varies in size, ensuring a smooth onboarding process and ongoing success for each customer. You will develop and maintain strong relationships with key stakeholders within your accounts, partnering closely with the sales team to facilitate a seamless transition from sales to implementation, and through to expansion and renewal. Your role will involve delivering employee training on CertifID's technology and how it can be effectively applied within their business. You will create and execute success plans aimed at maximizing customer adoption through regular touchpoints, driving customer engagement and usage of CertifID's products by utilizing tailored strategies aligned with your customers' goals. Regular virtual and in-person check-ins, business reviews, and customer training sessions will be part of your routine. Establishing yourself as a trusted advisor, you will serve as a subject matter expert on CertifID's products, industry trends, and best practices. Additionally, you will proactively identify and address potential risks to customer satisfaction and retention, developing strategies to mitigate these risks while acting as the customer advocate and liaison between customers and CertifID's Product Team to translate business requirements into enhancements.